Blasted Santander can't find my mortgage account???

[happyinherts]

My endownment life policy with Standard Life is about to mature as is mortgage with Santander.

Unbeknown to me until today Standard Life have been in contact with Santander more than once over the last month to ask for mortgage account the endowment relates to - even quoting the correct reference number - and Santander can't trace it.

Standard Life ask me to get in contact with Santander. Cue half hour of music on hold, me quoting my mortgage account and they still can't find it on records. Apparently it was taken out with Abbey National. Yes, that's right, it was 25 years ago. Funny thing is they've contacted me regularly with the same reference number over the past 25 years to tell me about changes to rates, and yet can't find it now.

Standard Life will not pay me the maturity amount of my policy so I can pay Santander towards completing my mortgage. Santander asked me a month back what I intended to do to pay off debt. I informed them I was awaiting news from Standard Life as to total payout and then I'd need financial advise as to whether to pay off something towards shortfall or take out a completely new loan, so someone somewhere does know I exist.

Stalemate now - any advice as to where I go from here?

You should have a mortgage statement every year surely? Might be worthy having a good dig around all your old paperwork.

Yep, that's the account number that Standard Life have on file, and I have quoted to Santander. It's also the account number that they have used on correspondence over the last 25 years. They've told Standard Life they have no record of it. Even today on phone they could not locate it on their computer.

Don't really know what to do.

How have you been making your mortgage payments? There may be a reference number on there?

By standing order and it's the same reference number everyone's been using for the last 25 years in correspondence. I am mystified as to how suddenly it can not be traced and not too happy that I've only just found about it despite Standard Life and Santander being in correspondence with each other and now both have given up and I have become involved.

Can't they just issue the cheque to you?

That would be the answer to all this, but no, Standard Life say they have to pay money into Santander mortgage account and would someone provide the sort code number and account number

I suppose I will just have to wait for another letter from Santander asking how I propose to pay for house now the 25 year endowment has matured - and then go into branch where loan was taken out from and sit there until they can sort it all out. I am totally mystified.

Sounds like the best plan! I take it that the mix up has occurred because Abbey national was taken over. Another option would be to contact one of those financial guys in the newspapers that people complain to - might get resolved quickly then!!!

I bet if you stopped paying for a month they'd find it pretty quickly then. :) Bizarre situation worthy, I'd say, of a shirty letter to a few Customer Service Depts.

I had a very similar situatuon with Santander where they lost a lot of my money which I had deposited in an account to use as a deposit on a house. Our house sale fell through because they couldn't find it (I also had account details etc). I went ballistic. It took a fair while of me writing and refusing to leave the bank to resolve but they did find it in the end and gave me a load of compensation. Good luck

Can't you copy /scan in copies of correspondence you've had from Santander showing the reference number on it and send to both parties?

Try contacting the original solicitors as they sometimes keep the deeds to the house and details of the mortgage together, but to be honest they will surely turn up somewhere, I'm beginning to think our money may be safer under a mattress afterall!!!

We had a similar problem with Santander when moving our mortgage to Nationwide 2 years ago. Was also originally an Abbey National mortgage.

After a couple of long calls (1 was 58 mins long and they offered me £2 compensation for my time ) I learnt that they have 2 phone numbers to call mortgage departments on.

This might have changed since then, but given their reputation perhaps not!

It all depended on the sort code not mortgage account number and as I was originally talking to the wrong one (having called the number on correspondence from them about my mortgage ) they had no record of our loan.

Worth a try?

Hello,I have just joined. I have read the AbbeyNational/Santander reports with great interest as I am trying to trace an old mortgage originally taken out with Abbey National in the 90s. Santander tell me that they cannot find any record of my mortgage. I am trying to remember which solicitors I used for conveyancing at the time,but this is proving difficult-short of calling all the ones that may have been used and hoping that they may have kept records. It seem that organisations do not archive accounts much these days. Anybody have any ideas. I have lost the relevant bank account statements which would have shown detail paid by d/d. The banks only have to keep records for 6 years. The mortgage lender used prior to transferring to Abbey National also has no record. If anyone can help, I would be most grateful.

S Hughes

For what it is worth, Standard Life can pay you direct. That aside, if you give them the account details you have been paying to for all these years, it will go to the right account.

Oh, zombie...